호텔등급제도개선을 통한 질적 일자리 창출에 관한 연구

김건 관광경영학회 2018 관광경영연구 Vol.86 No.-

The purpose of this study is to create qualitative employment through improvement of hotel rating system. In order to achieve this goal, we used in-depth interviews, one of the qualitative research methods. In-depth interview's questions were defined to four things reflecting the purpose of the study. First, when asked the question about the quality of employment of a hotel company, not all respondents showed much difference to existing studies in a fundamental response. It was similar in terms of the quality of employment of other companies, such as decent wages, job security, working conditions, and opportunities for development. Due to the nature of the hotel industry, a majority of respondents emphasized such as working intensity, working hours and wage levels maintaining basic quality of life. Second, when asked have to provide a decent job as one of the social responsibilities of a hotel company, all but one respondents agreed. Third, as a matter of hotel rating system, hotel rating system itself is not keeping speed with hotel industry development itself, and the expertise of the staff who rates the hotel is lacked and has an outdated view. Even if professional staff evaluate, in other field they are same as the public. questioned the fairness and reliability of the assessors, including the expectation of a five-star hotel service and facilities at the three star hotel. It also pointed out that the importance of the facility's quantitative aspects is still high, impeding the development of various types of hotels. Fourth, all experts expressed their sympathy for the relatively low level of wages in the hotel industry and acknowledged that efforts were needed to find ways to improve the quality of wages. In response to claims that quality of employment should be linked to the hotel rating system, many said that only five star hotels should be added as bonus points.

별(☆) 표시 호텔등급제도에 대한 소비자의 인지된 공정 성이 브랜드 신뢰와 브랜드 애호도에 미치는 영향

한종헌,서정운 한국호텔리조트학회 2020 호텔리조트연구 Vol.19 No.5

Based on the interest in the star-marked hotel rating system, the influence of the perceived fairness of hotel consumers for the star-marked hotel rating system on the brand was investigated. The aim of this study conducted in parallel with theoretical and empirical studies was to reveal the trust of hotel consumers in the star rating system. And also, it attempted to understand the effect of the perceived fairness of hotel consumers in the star-marked hotel rating system newly launched in 2015 in the Mugunghwa mark on brand trust and brand loyalty. The results of a study conducted on an online survey for two weeks in early July for hotel consumers using star rated hotels confirmed the reliability of the measurement variable as a result of satisfaction level by Cronbach's Alpha value, and by confirmatory factor analysis. - the validity and suitability of the measurement items were verified. And it was found to be suitable by the analysis of the structural equation model. Looking at the results of the structural model analysis, the perceived fairness of the star-marked hotel rating system was rejected only in the hypothesis of brand loyalty in the evaluation criteria for the brand, and meaningful results were derived in all other hypotheses. According to these results, this study presents implications academically and practically.

호텔의 온라인 예약 시스템 정보가 객실 요금에 미치는 영향

조미혜,임재만 한국감정평가학회 2018 감정평가학논집 Vol.17 No.3

The purpose of this study is to analyze the effects of hotel attributes, quality signal, sales promotion and online evaluation on the hotel room rates for 4 and 5 star hotels in Seoul by using the hedonic price model. In both a competitive market and information-asymmetry environment, hotels send out quality signals and continually promote sales of rooms for potential customers. In this study, quality signals are measured by hotel ratings and brand/chain. The sales promotion of hotels are measured by discount rate and free cancellation availability. It also includes the interaction effects between weekends and peak periods as well as the interaction effects between quality signals and customer evaluations. The results of this study are as follows: first, hotel rating, brand/chain, attributes (location, service, etc) were significant factors in determining the room rates. Second, discount rates, free cancellation availability, the number of remaining rooms, and the number of simultaneous searching persons among the sales promotion activities of hotels were significantly related to the room rates. Based on the results of this research, marketing strategies in relation to discount rate, flexible cancellation policy, residual rooms, the number of simultaneous searching persons and the relationship with customers were suggested in the conclusion. 본 연구는 서울시 소재 4, 5성급 호텔을 대상으로 온라인 예약 시스템을 통해 수집 한 자료에 대해 호텔 속성, 품질 신호, 판매 촉진, 고객 평가가 호텔 객실 요금에 미 치는 영향을 헤도닉가격모형을 활용하여 분석한다. 호텔 객실 서비스 품질에 대한 정보비대칭 상황에 놓이는 잠재 고객은 의사결정과정에서 위험을 회피하거나 감소 하기 위해 외부정보를 탐색한다. 경쟁적 시장 환경에 있는 호텔은 잠재 고객에게 호 텔의 품질을 알리려는 신호를 발송하며, 지속적으로 판매 촉진 활동을 통해 객실 판 매 극대화를 추구한다. 본 연구에서 품질 신호는 호텔 등급과 브랜드/체인 여부로 측정했고, 호텔 속성은 고객이 온라인에서 평가한 속성으로 보았으며, 판매 촉진 활 동은 할인율, 무료 취소 여부 등으로 측정했다. 또한 품질신호와 고객 평가 간, 주말 과 성수기 간 상호작용 효과를 포함했다. 연구 결과 첫째, 호텔 등급, 브랜드/체인 여부, 호텔 속성(위치, 서비스 등) 요인이 호텔 객실 요금에 유의한 긍정적인 영향을 미쳤다. 둘째, 판매 촉진 활동 중 할인율과 무료 취소 가능 여부 그리고 잔여 객실 수와 동시 검색인 수가 객실 요금 결정에 유의적인 영향을 미쳤다. 이러한 연구 결 과를 토대로 호텔등급과 브랜드/체인 여부, 그리고 주말 여부와 성수기 여부와 같은 세분 시장별 온라인 예약 시스템에서 할인율 제시, 유연한 취소 정책, 잔여 객실 수 표시, 동시 검색인 수 표시, 고객 관계 마케팅과 같은 세부적인 마케팅 전략을 제시 했다.

무슬림친화호텔 등급제도에 대한 사례 연구:

구교영(Ku Kyo young),최유리(Choi Yu ri),방서연(Bang Seo yeon),김령지(Kim Ryoung ji) 대한관광경영학회 2017 觀光硏究 Vol.32 No.1

본 연구는 국내 무슬림 숙박시설 인프라 개선을 위한 방안으로 무슬림친화호텔 서비스상품인덱스 개발 방안에 대해 연구하고자 하였다. 최근 방한 무슬림 관광객이 지난 2010년 38만여 명에서 2015년 74만여 명으로 2배 이상이 증가하였음에도 불구하고 무슬림 관광객을 위한 관광인프라는 여전히 열악한 실정이며 무슬림 관광 관련 국내 연구도 미흡한 실정이다. 본 연구에서는 주요 국내외 선행연구를 바탕으로 무슬림친화호텔을 문헌적으로 고찰하고 국내 무슬림 관광 인프라 현황 및 문제점을 파악하고자 본 연구진이 직접 실시한 설문조사를 1차 자료로 활용하였고 기타 문헌자료 등을 2차 자료를 활용 및 분석했다. 또한 이를 바탕으로 전문가 심층인터뷰와 무슬림친화호텔 등급평가 내부 심사의 관찰연구를 진행했다. 마지막으로 내용분석 방법을 통해 해외의 무슬림친화호텔 유사 등급제 및 해외 무슬림친화 호텔의 특징을 분석했다. 본 연구의 결과는 객관적이고 신뢰성 있는 무슬림친화호텔의 실효성이 있는 운영을 위해서는 무슬림친화호텔 등급제를 도입해야할 필요가 있는 것으로 나타났다. 이에 따른 기대효과는 무슬림 이용객의 숙박시설 선택의 용이성, 제도화된 등급제를 통한 무슬림친화호텔의 차별화 제고, 對무슬림 관광 한국 브랜드 이미지 향상 등이 있다. 지속가능한 무슬림친화호텔 등급제를 위해서는 품질 관리 체계를 구축하고 무슬림친화호텔 등급 제도를 개발 및 관리를 할 수 있는 이행 기관의 선정이 선결적으로 이루어져야 할 것이다. This research looked a Muslim friendly hotel academically through national and international advance studies, and analyzed related reports and statistical data on domestic Muslim tourism infrastructure and its issues. Also, the research team has conducted surveys targeting Muslim tourists arrived and live in Seoul and in-depth interviewing of Muslim tourism experts. Lastly, the study compared major Muslim friendly hotel rating systems and looked into their characteristics through observational study and content analysis methods. Findings from the research, it is necessary to introduce Muslim friendly hotel rating system to Korea for objective and effective Muslim friendly hotel management. And the introduction of the rating system would bring several expected effects which are providing flexibilities for selecting accommodations, improving differentiate between different rated hotels of different Muslim friendly services by institutionalized rating system and raising Korea tourism brand image towards Muslim tourists. But, there are the most important things for sustainable Muslim friendly hotel rating system to be settled in advance; first, to establish proper quality service management system and second, to select appropriate an implementing body for developing and managing Muslim friendly services.

새로운 별 표시 호텔등급심사제도에서 호텔의 등급획득 성공요인에 관한 연구

유민석(Yoo, Min-Seok) 대한관광경영학회 2017 觀光硏究 Vol.32 No.6

호텔등급은 고객이 호텔을 선택하는 기준 중의 하나이며, 특히 독자적으로 운영되는 호텔들에게는 호텔의 시설, 서비스품질을 알릴 수 있는 중요한 정보이다. 호텔등급에 대한 중요성 인식이 확대되면서 정부는 그동안 공정성에 대한 문제점이 제기되었던 무궁화 표시 등급제를 대신하여 2015년도부터 새로운 별 표시 호텔등급제도를 시행하였다. 새로운 별 표시 호텔등급제도는 등급심사의 정기적인 의무화, 공공기관인 한국관광공사로의 심사주체 변경, 암행(불시)평가 도입, 등급별로 차등화된 심사기준 적용 등 제도 상으로 많은 변화가 있었다. 이에 본 연구는 새로운 별 표시 호텔등급제도에서 성공적으로 호텔등급을 획득한 사례분석을 통해 성공요인을 도출하고 시사점을 제공하고자 한다. 본 연구에서 도출된 등급획득의 성공요인은 첫째, 최고 경영진의 등급심사에 대한 높은 관심도와 호텔등급심사 준비를 위한 충분한 지원이 있었다는 점, 둘째, 새로운 호텔등급심사제도에서 요구하는 업장과 시설을 확보하였다는 점, 셋째, 내부적인 서비스 품질관리의 일관성을 유지했다는 점, 넷째, 외부업장의 위생 및 서비스가 잘 관리되고 있었다는 점이다. 위와 같은 연구결과를 바탕으로 호텔등급심사를 준비 중인 호텔의 경영진와 실무자들에게는 첫째, 객관적인 서비스 모니터링 체계를 구축할 것, 둘째, 한국관광공사의 사전컨설팅을 잘 활용할 것, 셋째, 안전과 위생에 대한 준비를 철저히 할 것을 제언하고자 한다. Hotel rating system plays a role of not only providing customers with crucial information regarding service quality and appropriateness of prices, but also hotels with promotion tools by assuring service level in public. Recognizing the fairness problems of old system, government introduced a star-symbolized national hotel rating system in 2015 which made obligation of hotel rating, entitled Korea Tourism Organization as rating agency, adopted rule of mystery shopper in test, and classified service-level conditions. The goal of this research is to identify success factor for obtaining desired rating based on case analysis and the result shows the significance of top management’s attention and willingness, preparations of required facilities, amenities, and shops, and consistency in the control of internal as well as external service quality.

호텔업 등급심사 제도 개선방향에 관한 연구 – 정성적 평가항목 중심으로 -

박경연 한국호텔리조트학회 2019 호텔리조트연구 Vol.18 No.2

This article introduces the hotel rating system focusing on the qualitative evaluation criteria. It is an overall review of the hotel rating system from its background, scope of the rating system, and overall criteria summary. This article also aims to find out how to improve the hotel rating system dealing with practical issues. To serve the purpose of this study, the researcher has conducted a group interview in joint efforts with two specialists from the related business fields and five professors who have experience in hotel rating business. Based on an analysis of the interview, the researcher suggests the followings. Firstly, the qualitative evaluation criteria should have detailed sub-criteria. Secondly, the detailed sub-guide line should be provided in qualitative evaluation criteria. Thirdly, Mystery shopper criteria should be more detailed. Lastly, computerized system should be implemented. This study could contribute to improve the hotel rating system and eventually quality of hotel industry.

호텔 객실예약 경로와 객실매출에 관한 연구 -A 호텔을 중심으로-

이승연 ( Seung Yeon Lee ) 한국호텔리조트학회(구 한국호텔리조트카지노산학학회) 2010 호텔리조트연구 Vol.9 No.2

The purpose of this study was to observe the types of hotel reservation channels on the room revenue there by recommending the need of a more effective and strategic marketing plan. The primary data used in conducting the research were the summary of the room sales of the five-star hotels in the area of Seoul from the period of 2007 to 2009 and the summary of room reservation channels of A Hotel, which is one of the five-star hotels in the area of Seoul. In addition, the theoretical aspects of the research were gathered from literatures on yield management(ADR: Average daily rate, Occupancy, RevPAR) and hotel room reservation There are three reservation channels comprised in A hotel, the most common being hotel direct. Occupancy is placed at the highest correlation among the room revenue, followed by room night and RevPAR.